Executives Give Kudos to ABS in the 2011 Client Satisfaction Survey

The 2011 results are in! Client executives were asked to rate ABS in 5 important areas: High Quality Execution, Response Time, Proactive Management, Flexibility, ABS Personnel, and Overall Satisfaction. ABS topped 2010's numbers for execution and flexibility, reflecting well on the company's organizational structure and its ability to listen to the client and develop creative solutions as a valued partner. ABS personnel were also singled out with a 95% satisfaction score. Says ABS's CEO Rosemarie Mitchell, "You can hire smart, enthusiastic people, train them and give them opportunities to shine, but they're the ones who get credit for their successes, not us." Below are some of the comments we received from the executives who participated in the survey.

"ABS continues to be flexible and responsive to the needs of our changing world. I couldn't ask for a better partner."

"ABS is very adaptable to our environment and is always willing to work with us on changes when needed. The agents are friendly and work hard to resolve our issues."

"They provide key support services to our customer. ABS has been one of the best partners we have worked with and I'm sure this has to do with the great leadership of the company."

"Their flexibility with abilities to provide service and their overflow model are most helpful to my organization."

"Leadership and management is strong."

ABS Releases New White Paper

New RFP Trend Update White Paper Now Available for Download

Are you developing a Request for Proposal (RFP) to identify a new help desk partner or simply looking to evaluate your current help desk operations? If so, the new ABS white paper "The People Behind the Metrics," released earlier this month, might be just what the IT doctor ordered. Since the over-arching help desk goal is to get people back to work, quickly, fast call-pickup, swift resolution, and caller satisfaction are all areas that your help desk provider can measure to demonstrate they've achieved their mission. This white paper addresses how to accomplish these goals by investigating how Key Performance Indicators (KPI's) reflect upon the talents of your most crucial assets, the help desk agents themselves.

To help you build a successful help desk team, this white paper will cover how to:

• Look beyond the metrics and finding what makes a satisfied caller
• Start with the right people and what to look for in the hiring process
• Develop the best training plan and career path for your agents and reduce turnover
• Keep score with your metrics and pinpoint areas of improvement
• Create an RFP that asks the right questions and identifies the right agents

It's one thing to quantify the numbers, but how do you hit the numbers? For the inside story and other questions you should ask when selecting a help desk partner click here to download the white paper.

ABS Enjoys Another Solid Year of Growth

Message from the President

As 2011 draws to a close, we reflect on our organization's progress and the opportunities presented to us, some of which were quite challenging. Despite the continually sluggish economy, ABS has managed to top its prior year's revenue, not only by maintaining our 97% contract renewal rate with existing clients, but by continuing to add to our client roster with significant new accounts within the healthcare industry and most recently a major U.S. based footwear manufacturer.

This year ABS expanded the reach of its sales force by adding remote account executives and by implementing creative inbound marketing initiatives. The result so far has been dramatically impacted growth as we've generated new opportunities with an expanded internet presence and further established our reputation as an industry leader in helpdesk outsourcing both in the U.S. and in 15 countries worldwide.

2011 was an award winning year for ABS as well. In March we received the Annual Award for Business Excellence (AABE) by the Daily Herald Business Ledger in the mid-size business category. We also became a finalist in the American Business Awards, otherwise known as the Stevie's. So thanks to our team of certified, U.S. based IT professionals, this was the year we attracted national recognition for their efforts.

What's next? In 2012, we will continue to earn new opportunities with existing customers, aggressively seek new business, leverage alliances with our corporate partners, and, above all, continue to celebrate the wonderful people at ABS who make our organization a success.

Happy Holidays to all, and best wishes for many successes in 2012!

About ABS

ABS Associates, Inc. serves clients across the nation with comprehensive outsourced help desk, desktop, managed hosting, and network support and solutions. For more than 25 years, ABS certified support professionals have expertly delivered IT solutions, helping hundreds of companies control capital expenses and support costs, improve company focus, and increase end-user productivity. ABShelp™, the company's Web-enabled knowledge center, assumes the burden of IT support, eliminates distractions, and allows firms around the world to concentrate on achieving strategic business objectives.